Ability to merge organizations [closed for comments]

We absolutely need the ability to merge organizations much like you would merge users or tickets. It is not uncommon for one of our customers to acquire another customer or for a company with two different business units that had separate purchases to ask us to merge their accounts and manage as one unit. Zendesk does not seem to offer the ability to merge at this level.

One possible (but ugly workaround) is to re-link all users from the disintegrating organization to the surviving organization and then either "delete" or somehow mark inactive the account that is being consumed. Zendesk should provide this capability with the full understanding that all activity and history is merged and only one account will survive at the end.

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Thank you all for your feedback. It has been escalated to our Product Teams and, while they are highly aware of this conversation, merging organizations is not something that is being considered for development.

We have found that, for most customers, enabling the ability to merge organizations would have greater risks than the problems it would solve. Should two organizations be merged erroneously it could create massive security problems with data being shared between organizations that should not be. Currently, the ability to un-merge doesn't exist, so this is also a problem that would not have a way to be corrected.

This is a rock and a hard place decision, as we recognize the challenge for users such that end up with duplicate organizations. But at this time what would be required to create a secure way to merge organizations (and potentially un-merge if done incorrectly) would be a massive project that would require a huge amount of development resources and would derail the development of many other functionalities that are higher impact for more customers.

We have closed this thread for comments at this time. You are still welcome to up-vote to express your interest or need for this functionality, and can subscribe in case there are ever further updates.

We made the decision to close the thread for two primary reasons:

1) We aren't seeking additional use cases at this time. We've got a ton of information on it at the moment, and additional use cases won't make a difference in the decision-making process. We will definitely reopen the conversation if at some point in the future we are considering it for prioritization.

2) There won't be any updates for the foreseeable future. There is not a Product Manager working on this to provide updates, and until a different decision is made, there's nothing more for us to say about it.

We'll continue to monitor the votes on this thread, and will let you know if anything changes. Thank you as always for your participation and for providing feedback to Zendesk.

Adding my 2 cents also for support for this 'merge' feature/ability. Sad to see the date of this original request, very well stated, was 2 years ago. My workaround for now is to rename an organization, but if the system would allow it cleanly, then reporting would not be split between two names and 'corrupted.'

One problem I see is that "closed" tickets can't be altered. I've just noticed this week that some tickets were submitted by users *before* they were properly associated with an organization. And now, those ticket are stuck in limbo, and not viewable with the rest of the organization's tickets....and they can't be changed. I would imagine this will be a problem when merging organizations as well.

What about this as a solution: Lets say we have a "bad" org that was created on accident with junk data in it and a "good" on with all of the proper data. We want to see the tickets in the "bad" org in the "good" org when we look it up. Could ZD possibly make a way to automatically create "follow-up" tickets for all of the closed tickets from the bad org in the good org and mark all of those as closed (while circumventing triggers and automations). Then we would have a reference to all tickets in the good org. And I know I'm asking for a lot, but it would also be great if there could be a way to archive "bad" orgs and only have them show up in search results if we tick a box that says "include archived".

Pragmatically, since I have this issue right now, what I'm doing is just re-naming my bad orgs. I keep the Org name but tack on something like "DO NOT USE" in the name so our agents know which one is the accurate org for current use.

I guess it's about time for my yearly update on this fabulously good idea. And hopefully this week I will also send a note to our ZD Account Manager to see if we can get traction and/or action there.

To spec it out further, stating our business needs, and why: We misspelled a customer's name and if I merely correct it, it creates a whole new organization. We have at least one other situation where a customer subaccount should Not have been given its own ZD Organization, so now it exists independently in the system. If I could merge them completely, their information would all be back together in one place where they should be. These may be self-caused issues, but the reason doesn't really matter. I saw others post that if one of their customers buys or otherwise merges with another, then they too are stuck in ZD separately. How annoying !

For us, this need is driven in large part by GoodData reporting, not just convenience. Once I pull a spreadsheet, I have to go in and manually merge data from two accounts and that is a drag and creates another opportunity for error, especially if someone else unfamiliar with the situation was asked to do this (new employee?).

Yes, even closed tickets should be brought along in a merge account action. If we cannot do it ourselves as Administrators, can ZenDesk do it for us?

I believe this topic is more important to more people than this conversation thread may indicate.